1. TELESALES
PRINCIPLES
I. Morsy

2. AGENDA
• “I” The Basics
– 1. Attitude
– 2. Drive
– 3. Confidence
– 4. Listening
– 5. Verbal & Vocal Skills
– 6. Preparation
– 7. Call Handling Technique
– 8. Complaint Handling Technique

3. AGENDA
• “II” The Sale
– The psychology of a Sale
– In-coming Calls
– Out-going Calls
– Planning Calls
– Targets
– Verbal buying Signals
– Closing

4. The Basics
“I”

5. 1.
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•Remember that the phone dilutes and
diffuses. So you often have to work
hard to avoid sounding 'down in the
dumps'.

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13. •'motor-mouth„
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'hit the phone with your mouth running'.
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16. 5.
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• 7%
• 38%
• 55%
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26. .1-
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27. -
1 Ask their name
'May I ask your good name, please?‟
2 Check the spelling
- Their name will be appearing on letters,
quotes, proposals, orders, delivery notes and
invoices; get the name wrong, and you may
not get as far as the last three items!
3 Write it down for accuracy

28. CALL HANDLING
TECHNIQUE
Find out who's calling - ASK - SPELL -
REPEAT
4 Check the pronunciation
- If you are going to use their name, then
you need to get it right to avoid annoying
them (they will correct you early on
without embarrassment)
5 Use their name in the conversation

29. CHECK YOUR CALL
HANDLING TECHNIQUE
• It is the sweetest sound in the world to
them
- You are building rapport
- It is part of the 'massaging' process
• Don't let customers overhear what they
shouldn't
• Don't leave callers on hold
• End the call professionally
• You will have developed a rapport with a
caller in a brief space of time - how you end
the call can either reinforce or destroy that
rapport.

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31. 8. CHECK YOUR COMPLAINT
HANDLING TECHNIQUE
• Turn complaints into opportunities
– Every company gets complaints - if they get
none at all, then they are either perfect
(unlikely) or they just don't do enough
business!
• Experience shows that, if a complaint is
handled well, customers will be more
satisfied afterwards.

32. COMPLAINT HANDLING
How to handle complaints
1) Listen! - allow them to let off
steam; don't interrupt; note all
relevant details.
2) Question for more information and
clarification
3) Summarize back and gain
agreement

33. COMPLAINT HANDLING
How to handle complaints
4) Thank them for drawing it to
your attention; it diffuses the
situation
5) Promise actions and a call back
to advice
6) Look into the situation and get
all the facts

34. COMPLAINT HANDLING
How to handle complaints
7) Call the customer back - keep the
promise even if you have nothing
to report
8) Tell the customer what will be
done to put things right
9) Keep in touch until the matter is
resolved - let them know of
progress/delays
10) Call them after resolution to
reinforce

35. 9. DO IT NOW!
 After each call:
1. Update records while it is fresh in
the memory.
a. Ready for the next contact.
b. “the faintest of ink lasts longer than the
sharpest of memory”
2. Process paperwork - orders/quotes
a. Nothing gets lost
b. It avoids build-up and end of day rush
Make the next call

36. COMPLAINT HANDLING
DO IT NOW!
 After each call:
3. Diaries the next contact to ensure prompt
follow-up
4. Make the next call
 Tips to improve work flow
 If sending out literature, etc, address the
envelope; list what is to be included on a Post-
it note, then fill the envelopes during your next
break.
 Do the same for letters confirming
appointment.
 Have set times for letter writing.
 Keep separate trays for orders, quotes and
letters